Agent Activity Reporting API

Important: Agent Activity Reporting is in preview. To enable this feature contact your Live Assist for Microsoft Dynamics 365 Account Manager. This feature is available with solution version 3.4.0.1 or greater.

This article describes how to collect statistical data about your Agent activity. The data is available from your CRM instance; you retrieve the data with the Microsoft Web API or XRM API.

Agent Chat Participation

When an agent joins a chat, Live Assist creates Agent Chat Participation record. Later, when the agent is no longer participating on the chat because it ends or after a transfer, Live Assist updates the record.

Entity Properties

Entity Name

cxlvhlp_agentchatparticipation

Entity Set Path

https://<CRM URL>/api/data/v9.0/cxlvhlp_agentchatparticipations

Name

Mandatory

Type

Details

cxlvhlp_agentid

Yes

User Lookup

A GUID referencing a User Entity. For example: e821a67a-3c34-e911-a99c-0022480081c3

cxlvhlp_starttime

Yes

Date and Time

A timestamp. For example: 2019-01-02T00:37:22Z

cxlvhlp_endtime

No

Date and Time

A timestamp: For example: 2019-01-02T00:37:22Z

cxlvhlp_chatsessionid

Yes

Single Line of Text

A Session ID string: For example: 161266174294967497

Agent Chat Participation Examples:

This query, returns all of an Agent's participation events for the time window you provide, including any on going chats: